This Service Level Agreement ("SLA") is a part of the Terms of Service and governs the performance metrics, support response times, and service credits provided by Ramatan Technology ("RTCO") to its customers. This SLA applies to our Web Hosting and SaaS platforms (GBOX ERP, ZCare ERP, E-Invoice, HERO, FONDOK, and Zfleet).
RTCO guarantees that the Services will be available and accessible 99.9% of the time per calendar month, excluding Scheduled Maintenance. This is measured by external monitoring systems checking the primary application endpoints.
From time to time, we perform maintenance to improve performance, apply security patches, or upgrade infrastructure. We will:
Scheduled maintenance does not count against the 99.9% uptime commitment.
We offer 24/7 support via email and WhatsApp, with support available in both Arabic and English. Support requests are categorized based on severity:
| Severity | Definition | Initial Response Time | Resolution Update |
|---|---|---|---|
| Critical (P1) | Service is completely unavailable or system-wide outage affecting all users (e.g., hosting down, login failure). | < 2 hours | Every 2 hours until resolved |
| High (P2) | Major feature is degraded or broken, impacting core business operations but with a workaround. | < 4 business hours | Daily |
| Normal (P3) | Minor bugs, feature requests, or non-urgent queries (e.g., user training, billing questions). | < 24 business hours | Within 48 business hours |
Note: "Business Hours" are defined as Sunday to Thursday, 9:00 AM to 5:00 PM (EET).
If we fail to meet the 99.9% Uptime Commitment in any calendar month, you are eligible to request a service credit (as a percentage of your monthly subscription fee). Credits are applied to your next billing cycle and cannot be converted to cash refunds.
| Uptime Performance | Service Credit (% of Monthly Fee) |
|---|---|
| 99.0% – 99.8% (Total downtime up to 7.2 hrs) | 5% |
| 98.0% – 98.9% (Total downtime up to 14.4 hrs) | 10% |
| Below 98.0% | 20% |
How to Claim: You must submit a support ticket requesting a credit within 5 business days of the end of the calendar month in which the downtime occurred. We will verify the outage via our monitoring logs and apply the credit within 30 days.
The SLA does not apply to issues arising from:
We use third-party monitoring tools to track uptime and performance. Historical uptime reports are available upon request. Customers are encouraged to proactively report service interruptions to expedite resolution.
Ramatan Technology (RTCO) is committed to providing reliable infrastructure and transparent communication. We continuously review our performance to ensure we meet the high standards required by your business.